High ODR issue
Hello friends,
ODR shows up as 11.11% in the Account Health section. Because I got Negative Feedback. Since then I have tried to increase my sales and have been successful. However, the ODR rose here from 1.65%. I still don’t know how it went up when it should have gone down while I was increasing my sales.
I made 36 sales in the last 30 days but "1 out of 9 orders
60 days".
I guess my sales were not reflected.
What do you guys suggest I do about it?
Thank you.
High ODR issue
Hello friends,
ODR shows up as 11.11% in the Account Health section. Because I got Negative Feedback. Since then I have tried to increase my sales and have been successful. However, the ODR rose here from 1.65%. I still don’t know how it went up when it should have gone down while I was increasing my sales.
I made 36 sales in the last 30 days but "1 out of 9 orders
60 days".
I guess my sales were not reflected.
What do you guys suggest I do about it?
Thank you.
Desi_Amazon
Hello @DG_MAKRO,
Desi from Amazon here to assist.
From your post I understand you have some questions regarding the order defect rate time frame and when it resets.
I would be happy to offer some clarification.
The current time window for order defect rate is Apr. 28, 2022 - Jun. 26, 2022. So only orders up til Jun 26th will show in your current report. It looks at a time window of 60 days. The time window starts from current day minus 15 days. Example: Date = April 19th 2022 so the time window would start on April 4th 2022 - Feb 4th 2022.
If the order is within the 60 days window it will affect the metric and if the order is not within the 60 days window the report is not affected by the order. For example if the order you are referring to was added to the report April 28th then 60 days would be June 27th. That would mean that specific order will no longer effect your metrics after today. You should expect it to fall off tomorrow.
Please let us know if you have any other questions. We are looking forward to assisting you.
Regards,
Desi
6 replies
Seller_dotifYADa0BWY
Keep selling, it will drop. Amazon generally does not suspend you for 1 negative. Focus on selling and 60 days will pass and it will fall off your ODR. Be sure to provide service that keeps you away from the negative feedback.
Seller_dFtfd82IYpNk7
Thanks for posting your reply.
I continue to sell, but my sales are not reflected in ODR. That’s why it rises so much. That’s why I don’t want to be suspended.
Dino_Amazon
Hi @DG_MAKRO,
Dino from Amazon here to help with the high order defect rate.
Did you try to resolve the feedback at all? With that comment they left behind, are you able to see what they left is something you can address? Are there any proactive steps you can take to prevent this feedback in the future? To keep you informed, we have our account health FAQ help page that provides helpful information such as:
“For example, if you have only 10 orders and one of them has a defect, your ODR will be 10%. While that is technically over our target of 1%, it doesn’t necessarily reflect an actual problem with your performance given the low number of orders.”
It can be alarming to see the order defect rate increase. Over time the percentage can increase due to this being there for a period of time, and the feedback can fall off after 60 days. You can expect to receive a performance notification or email if the account was to go through steps of being deactivated.
Please reply back with details if you had taken other steps forward.
Best regards,
Dino
Desi_Amazon
Hello @DG_MAKRO,
Desi from Amazon here to assist.
From your post I understand you have some questions regarding the order defect rate time frame and when it resets.
I would be happy to offer some clarification.
The current time window for order defect rate is Apr. 28, 2022 - Jun. 26, 2022. So only orders up til Jun 26th will show in your current report. It looks at a time window of 60 days. The time window starts from current day minus 15 days. Example: Date = April 19th 2022 so the time window would start on April 4th 2022 - Feb 4th 2022.
If the order is within the 60 days window it will affect the metric and if the order is not within the 60 days window the report is not affected by the order. For example if the order you are referring to was added to the report April 28th then 60 days would be June 27th. That would mean that specific order will no longer effect your metrics after today. You should expect it to fall off tomorrow.
Please let us know if you have any other questions. We are looking forward to assisting you.
Regards,
Desi
Seller_DLpqRQzf4aoxi
ODR calculation is based on orders from several weeks earlier. So orders you have fulfilled recently are not yet showing up in the calculation. The key is to just keep selling, and ideally, be as conservative as you can. If a customer emails you with any issue at all, refund the order in full. Send whatever you can with tracking, even if it costs you money. The important thing now is to ride out the ODR trouble. To use a sports analogy, you need to put your “penalty killing” team on the ice. All hands on deck!
